Service Engineer

1.  Position Summary

The Service Engineer is responsible for the full technical lifecycle of ALM's distributed medical equipment at customer sites — installation, commissioning, preventive and corrective maintenance, breakdown repair, calibration and contract (AMC/CMC) servicing — across ALM's principal brands. The role is the primary technical face of ALM to hospitals, nursing homes and home-care patients, and is accountable for equipment uptime, customer satisfaction, timely service documentation, and support to Sales in demonstrations, installations and contract renewals.

The engineer works to OEM service standards, escalates unresolved faults to principal (OEM) technical support, and ensures every intervention is compliant with applicable safety and regulatory norms (IEC 60601 electrical safety, CDSCO / Medical Devices Rules service-record obligations).

2.  Key Responsibilities

2.1  Installation & Commissioning•   Site readiness — verify power, gas, network and environmental pre-requisites before delivery; coordinate with hospital biomedical / civil teams.

•   Installation — unpack, assemble, configure and commission equipment as per OEM installation protocol; complete functional and safety checks.

•   Handover — conduct end-user application/operational training; obtain signed installation & training acceptance certificate.

4.2  Preventive & Corrective Maintenance•   Preventive maintenance (PM) — execute scheduled PM per OEM checklist and contract calendar; replace consumables/wear parts; log readings.

•   Breakdown / corrective repair — diagnose faults to board / module / sub-assembly level using service software, diagnostic modes and error codes; repair or replace.

•   Calibration & safety testing — perform calibration and electrical safety tests (leakage current, earth continuity) to IEC 60601; issue calibration record.

•   Firmware / software — apply approved firmware updates, software patches and configuration changes released by the principal.

4.3  AMC / CMC Contract Servicing•   Contract delivery — service equipment under Annual / Comprehensive Maintenance Contracts within agreed SLAs; maintain the assigned contract fleet at target uptime.

•   Schedule adherence — plan and complete all contractual PM visits on time; keep the contract tracker updated per visit.

•   Renewal support — flag contracts due for renewal 60–90 days in advance; support Sales with equipment condition reports and upgrade recommendations.

4.4  Technical Support & OEM Escalation•   First-level support — attend to customer calls, provide remote / telephonic troubleshooting where possible before site visit.

•   OEM escalation — log and escalate unresolved / warranty / complex faults to Mindray, Breas, Löwenstein, ResMed or Bionime technical support with complete fault data; track to closure.

•   Spare parts — raise accurate spare/part requisitions; manage engineer stock of common consumables; ensure defective parts are returned per RMA process.

4.5  Documentation, Compliance & Reporting•   Service reports — complete and submit a service/field-service report for every visit within 24 hours; capture parts used, labour, findings and next PM due date.

•   Records & traceability — maintain equipment history cards, calibration certificates and warranty records; support CDSCO / MDR service-record obligations and audits.

•   Reporting — provide weekly activity, open-call and contract-status updates to the Service Coordinator; feed spare consumption and failure data for analysis.

4.6  Customer Relationship & Sales Support•   Customer orientation — represent ALM professionally in clinical environments; build trust with biomedical, nursing and procurement staff.

•   Demonstrations — support Sales with product demos, trials and tender/technical evaluations; assist home-care patient onboarding for CPAP/BiPAP/ventilation.

•   Lead feedback — identify upgrade, consumable, accessory and new-equipment opportunities and pass leads to Sales.

3.  Product-Specific Technical Requirements

Mindray

Patient-monitoring architecture (SpO₂, ECG, IBP/NIBP, EtCO₂ modules); central station & network configuration; anaesthesia workstation gas & ventilation systems;

ICU ventilator pneumatics and sensor calibration; defibrillator energy testing & maintenance (where in scope).

Breas Medical

NIV / home-ventilation modes and settings; patient circuit, filter and humidification management; alarm and battery systems; strong patient-facing / home-care service capability.

Löwenstein Medical

Sleep therapy principles

(CPAP / APAP / BiPAP / ASV); PSG diagnostics setup; titration data and SD-card / cloud data handling; prisma device configuration and patient management workflow.

ResMed

CPAP / APAP / BiPAP setup and pressure configuration; mask fitting and interface troubleshooting;

6.  Qualifications & Experience

6.1  Education•   ITI/Diploma / B.E. / B.Tech in Biomedical Engineering, Electronics, Electrical, Instrumentation or Mechatronics.

•   OEM product-service certifications (Mindray / Breas / Löwenstein / ResMed) are a strong advantage.

6.2  Experience•   2–5 years of hands-on service experience on medical / biomedical equipment for the Service Engineer grade.

•   Freshers with a relevant diploma/degree considered for the Trainee / Junior grade (E1).

•   5+ years with multi-brand and critical-care exposure for the Senior grade (E3).

6.3  Other Requirements•   Valid two-wheeler / four-wheeler driving licence; willingness to travel extensively across NCR and outstation.

•   Smartphone-literate; comfortable with service apps, ticketing and digital reporting.

•   Working proficiency in Hindi and English.

7.  Technical Competencies

•   Electronics fault-finding to component / board / module level; use of DMM, oscilloscope and diagnostic tools.

•   Pneumatics and medical gas pathways (O₂, air, N₂O); flow, pressure and oxygen sensors.

•   Working understanding of patient monitoring, ventilation, anaesthesia delivery and sleep-therapy principles.

•   Calibration and electrical safety testing to IEC 60601 (leakage current, earth continuity, defibrillator output).

•   Reading service manuals, schematics, error/fault codes; use of OEM service software and diagnostic modes.

•   Basic IT / networking for central monitoring, data gateways (e.g. HL7) and cloud device management.

8.  Behavioural Competencies

Customer orientation : Calm, professional conduct in clinical / ICU / home settings; puts patient safety and customer uptime first.

Ownership & accountability : Closes calls to resolution; owns the outcome, not just the visit.

Integrity : Transparent on chargeable vs warranty work, spare usage and time reporting.

Communication : Explains technical status clearly to clinical and non-technical staff; timely updates.

Planning & time management : Optimises daily route and call load across territory; meets SLAs.

Learning agility : Absorbs new product training quickly; builds multi-brand capability.